Dispute Analyst

BILL

4d•$28 - $40•Remote

About The Position

As part of BILL's Dispute Resolution Operations team, this position is responsible for resolving customer disputes or chargeback-related cases and supporting process and tool enhancements. The role involves understanding dispute and chargeback processes, developing expertise in payment methods like ACH, check, and international payments, and efficiently resolving payment disputes based on established policies. The Dispute Analyst will partner with internal groups and external banking institutions, collaborate with the Customer Success group, and make recommendations for process improvements. This role also involves reviewing and resolving payment processing issues, providing education on the payment lifecycle, guiding analysts on workload prioritization and exception handling, and recommending solutions based on compliance and regulatory facets. A deep understanding of the payments platform and processes is required to deliver technological and business insights, analyze payment exception scenarios, and make decisions that balance customer experience with business needs. The role also includes cross-functional partnerships, identifying and highlighting trends, and making efficiency recommendations.

Requirements

1 to 2 years of payment chargeback, dispute or risk investigation experience.
Possesses strong data analysis and investigative reporting skills.
Able to solve transaction or payment issues without complete process guidance.
Know how to work with process or product analysts to build and enhance operational processes for new products.
Able to document down any issues, proposed solutions, SOPs or training materials for bigger teams.
Deliver training or mentoring for new hires to support Pay-by-card business.
Has the ability to communicate clearly, and effectively with customers while investigating and resolving payment exceptions.
Has an understanding of customer account management and service operations.
Has proven ability to learn and adapt to new processes and procedures.
Shows a passion for the research and investigation of payment exceptions; tenacious in uncovering the root cause of any issue.
Possesses excellent organizational and time management skills – must possess ability to prioritize and balance multiple tasks simultaneously.
Has the ability to make decisions with the balance of losses, customer experience and operational costs.
Has strong skills of using Excel and other softwares to create spreadsheets, models and reports.

Responsibilities

Resolve customer disputes or chargeback-related cases and support process and tool enhancements.
Understand dispute and chargeback processes and procedures, developing and applying subject matter expertise related to ACH, check, and/or international payments.
Review and efficiently resolve payment disputes/chargebacks based on established policies and procedures.
Partner with internal groups and external banking institutions to resolve issues.
Collaborate with our Customer Success group to research and respond to dispute-related customer inquiries and issues.
Make recommendations for process improvements related to daily payment operations procedures.
Reviews, analyzes and resolves simple to complex payment processing issues.
Provide education and payment lifecycle knowledge to internal and external customers.
Ability to guide analysts through workload prioritization, queue management and payment exception handling.
Recommend viable solutions/actions, based on compliance and regulatory facets of money movement (Chargeback rules, applicable banking regulations, etc.).
Identify and resolve systemic issues that may arise through day-to-day processing activities.
Develop a deep understanding of the payments platform and processes to deliver deep technology and business insights.
Analyze payment exception scenarios and make appropriate decisions that balance the customer experience with business sense.
Partner cross-functionally within and outside of the company.
Identify, research and highlight trends, making efficiency recommendations.